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Customer Service Operations Specialist

2 months ago

Tampa, Florida, United States Acosta Full time
Job Overview

The Customer Service Operations Specialist is accountable for managing the customer service operations for designated product lines.

Key Responsibilities
  • Address order-related inquiries from external stakeholders with professionalism.
  • Resolve challenges utilizing expertise, experience, and thorough investigation, liaising with both internal and external teams as necessary.
  • Modify order entries in the order management system as required.
  • Monitor the dashboard for alerts on a daily (or hourly) basis.
  • Refer unresolved matters to the appropriate personnel, including Business Managers and Customer Managers.
  • Consult with Customer Service Specialist/Supervisor for issues that require escalation (e.g., bypassing order validation).
  • Execute resolution protocols as outlined in the static help documentation.
  • Examine rules engine failures and determine the suitable course of action.
  • Escalate any unresolved rules engine concerns to the Customer Service Supervisor.
  • Complete rules engine requests and submit them to the Customer Service Supervisor.
  • Maintain client/customer specifications for order processing.
  • Update and keep current pricing information, ensuring timely communication with the Sales Data Coordinator.
  • Responsible for organizing documents in accordance with company policy.
  • Foster strong working relationships with Customers, Clients, and colleagues.
  • If applicable, assist with Customer Replenishment (CRP/VMI). Maintain inventory records, enter orders in the designated system, and send to customers. Oversee the CRP order process through to delivery as needed.
  • Carry out special assignments for the organization and/or department as required.
  • Fulfill the physical requirements as listed below.
  • Other duties as assigned.
Qualifications

Education
  • High School Diploma or GED
  • Associate Degree
  • Formal Customer Service Training is preferred.
Work Experience
  • Minimum of two years in business process solutions, customer service, and/or administrative roles.
  • One year of experience in food brokerage is preferred.
Knowledge, Skills, and Abilities
  • Exceptional interpersonal, organizational, and administrative capabilities.
  • Effective communication skills.
  • Proficient in operating standard office equipment including calculators, computers, printers, fax machines, telephones, and copiers.
  • Proficient in MS Office Suite (Word, Excel, and Outlook).
  • Skilled in data/order entry and relevant software.
  • Possess technical skills related to the Becton System.
  • Typing speed of at least 60 words per minute.
Physical Requirements
  • Visual acuity
  • Auditory skills
About Acosta

Acosta and Mosaic are recognized leaders in sales and marketing, representing the most trusted brands with leading retailers across the United States and Canada. We provide adaptable services that enhance operational efficiency. Acosta leverages talent and technology to develop data-driven, relationship-focused strategies, executing those strategies with precision and utilizing tools to monitor, track, and optimize results for our customers and retail partners.

The Acosta Group is committed to equal opportunity employment and strives to provide accommodations for individuals with disabilities. If you require assistance, please reach out, and we will work with you to meet your needs in accordance with the law.

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